We provide refunds if…

You are unable to travel due to any of the listed reasons and have provided the required evidence shown in the individual reasons section below, always subject to our General Refund Conditions.

 

  • Illness / Injury (including Covid-19)

  • Pre-existing Medical Condition

  • Pregnancy Complication

  • Death of Immediate Family

  • Public Transport Failure

  • Flight disruption

  • Mechanical Breakdown

  • Adverse Weather

  • Home Emergency

  • Theft of Documents

  • Jury Service

  • Court Summons

  • Armed Forces & Emergency Services Recall

  • Relocated for Work

  • Changes to Examination Dates

  • Emergency circumstance

 

Please note that we do not refund for any travel restriction associated with Covid-19 nor fear of travelling. We may also consider other emergency circumstances at our absolute discretion, in which case you will need to provide relevant and adequate evidence for these circumstances.

You must read the General Refund Conditions, and the individual reasons section below, for complete information on what we will and will not refund for each reason.

 

General Refund Conditions 

  • We do not refund for any reason associated with a communicable disease (including Covid-19) pandemic or epidemic, except for those reasons listed in the Covid-19 section below.

  • Any reason for requesting a refund must not be planned or reasonably foreseeable at the time of making the booking.

  • We do not refund if your booking is no longer wanted or needed.

  • We will not pay a refund through this process where your booking is cancelled or postponed by a third party supplier. To make any changes to your booking, contact our Client Experience Team directly.

  • You must make all arrangements to arrive on time to start your booked holiday, including arranging any necessary permits, travel documents or visas.

  • You must take all reasonable precautions or make reasonable alternate arrangements to prevent or reduce any refund request.

  • You will be asked to provide supporting evidence at your own expense. We do not issue refunds if you cannot provide sufficient supporting evidence.

  • Maximum refund value per person will not exceed the total value of their share of the booking, or ZAR 200,000 (or alternative currency equivalent).

 

Covid-19 Refund Terms

We may refund your deposit if you’re unable to attend your booking due to one of the following reasons associated with Covid-19:

  1. You, or someone within your immediate household, become infected with Covid-19 within the ten (10) days immediately prior to travelling, meaning you have to isolate or shield. This will have to be supported by evidence of a positive test result.

  2. The hospitalisation or death of an immediate family member due to Covid-19, within the 28 days immediately prior to travelling, which will have to be supported by a medical or death certificate.

  3. A significant change in your pre-existing medical condition in the 14 days immediately prior to travelling results in a doctor recommending you not travel due to the risk of exposure to Covid-19.

Please note that refunds are not issued when you do not want to attend because you are worried about catching Covid-19 or isolating yourself without a positive Covid-19 test in your household, or where your travel plans are affected by Covid-19 restrictions.

These reasons for a refund are considered on an entirely discretionary basis and are not to be taken as a guaranteed refund.

See full terms and conditions below to understand our refund policy and any excluded reasons for Covid-19 refund applications.

 

How to Request a Refund

Your refund application and payment will be handled by our Client Experience Team. To apply for a refund, you must complete our Refund Application Form as soon as you know you cannot travel and up to 30 days after your booked holiday with us.

 

Definitions

1. Illness / Injury

Means an illness or accidental injury to you or a member of your immediate family. We will also refund the cost of the doctor’s note on a valid refund application.

What we do not refund

  • Where you cannot provide evidence that the person affected is within your immediate family or in the group due to travel with you. 
  • Where you have not been physically examined by a doctor.

Evidence required

  • Doctor’s note or medical certificate confirming the details of the illness or injury, the date it occurred, and that it prevented you from travelling. (Receipt required for your doctor’s note refund of up to ZAR 950 or equivalent.)

 

2. Pre-existing medical condition

Means a physical or mental health condition that you were aware of at the time you made the booking that would not normally prevent you from travelling.

What we do not refund

  • Where guidelines for your pre-existing medical condition would normally prevent you from travelling.

Evidence required

  • Doctor’s note or medical certificate confirming the details of the illness, the date it changed, and that it prevented you from travelling. (Receipt required for your doctor’s note refund of up to ZAR 950 or equivalent).

 

3. Pregnancy complication

Means a complication of pregnancy you were unaware of at the time you made the booking and which results in you being unable to travel.

What we do not refund

  • Normal pregnancy.

Evidence required

  • Doctor’s note or medical certificate confirming the details of the complication, the date it occurred, and that it prevented you from travelling. (Receipt required for your doctor’s note refund of up to ZAR 950 or equivalent).

 

4. Death

Means your death any time prior to your travels or the death of an immediate family member or any person(s) in the group due to travel, up to four (4) weeks prior to travelling. 

What we do not refund

  • The death of a person not within your immediate family or in the group due to travel.

Evidence required

  • A death certificate.

 

5. Public Transport Failure 

Means unexpected disruption or failure of the public transport network which you could not have reasonably been aware of before the date of travelling.

What we do not refund

  • If there is a financial failure of any transport provider.

Evidence required

  • A copy of the notice of failure or disruption of the public transport. (This can normally be obtained from the transport company’s website).

 

6. Flight disruption

Means cancellation or significant delay of flight(s), which you were unaware of before the date of travelling, that prevents you from travelling.

What we do not refund

  • If a flight in your booking is cancelled or postponed, and you have a right of compensation from the airline or another paying party.
  • If you were aware of the disruption prior to the date of travelling and did not make reasonable suitable alternative travel arrangements.
  • If there is a financial failure of any transport provider.
  • If the purpose or reason for which you booked your flight in order to attend has altered or been cancelled.

Evidence required

  • A copy of your airline ticket and notice of cancellation from the airline.

 

7. Mechanical breakdown

Means, in the 24 hours prior to travelling, a mechanical breakdown, accident, fire or theft of a vehicle taking you to the airport and / or your travel destination(s).

What we do not refund

  • If you did not leave sufficient time to travel to your destination(s).
  • If you did not make reasonable alternative arrangements to travel to your destination(s).
  • Competitive or racing vehicles.

Evidence required

  • Breakdown – a copy of the call-out note from your breakdown recovery service.
  • An incident number or report from the police or relevant traffic authority.

 

8. Adverse weather

Means weather where a government agency has issued warnings not to travel which entirely prevents you from travelling.

What we do not refund

  • Adverse weather with no government agency warnings not to travel.

Evidence required

  • A copy of the travel warning from the government agency.
  • Confirmation of relevant route closures.

 

9. Home emergency

Means a burglary, fire, malicious damage or flood at your private residence up to 48 hours immediately before travelling, of which you were unaware of the time of making the booking.

What we do not refund

  • Any home emergency for which you cannot provide evidence as below.

Evidence required

  • Burglary, flood, malicious damage – a police reference number or evidence from the submission of a claim to your home insurance company.
  • Fire – a report from the fire service and/or police.

 

10. Theft of documents

Means the theft of a document necessary for travelling, which cannot be replaced in time for your departure.

What we do not refund

  • Where documents can be replaced in advance of your departure or on the day.
  • Where documents have been lost.

Evidence required

  • A police report or crime number to confirm the theft.

 

11. Relocated for work

Means a requirement to move address imposed on you by your employer, unknown to you at the date of booking. The move may be temporary or permanent and must be more than 100 miles from your home address at the date of travelling.

What we do not refund

  • Attendance at business meetings and business travel.
  • Any temporary relocation for work must be for a period of at least three (3) months.
  • Voluntary relocation or where you are changing employers.

Evidence required

  • A letter from your current employer confirming the relocation details.

 

12. Armed forces and emergency service recall

Means you as a member of the armed forces, reserve armed forces or emergency services are recalled to work on the date(s) of your travels or are posted overseas and cannot travel at all.

What we do not refund

  • You were aware of or had scheduled work on the date(s) of your travels, prior to making the booking.
  • You made an unsuccessful request for annual leave for the date(s) of your travels.

Evidence required

  • A note from your commanding officer or line manager to confirm being called into work or duty and that this was not your original schedule.

 

13. Jury service

Means a summons for you to attend jury service over the date(s) of your travels of which you were unaware at the time of making the booking.

What we do not refund

  • Any jury service for which you cannot provide evidence as below.

Evidence required

  • A copy of the letter requiring jury service.

 

14. Court summons

Means you are summoned to appear as a witness in court proceedings on the day(s) of your travels of which you were unaware of the time of making the booking.

What we do not refund

  • Any court summons in which you are a named defendant in criminal proceedings or where you are the subject of criminal proceedings.

Evidence required

  • A copy of the Court Summons.

 

15. Changes to examination dates
  • Means the unforeseen change of the date of an examination for a course on which you are registered to during the day(s) of your travels.

What we do not refund

  • Where you failed the examination previously and had to re-sit.

Evidence required

  • A copy of a notice from the examination body, school, college, university confirming the change of date.

 

16. Emergency circumstance

Means an unforeseen circumstance completely outside your control and of no fault of yours. The decision to refund is entirely at the discretion of our Client Experience Team. We will consider these circumstances and have no obligation whatsoever to provide a refund.

What we do not refund

  • Anything which our Client Experience Team considers is not intended to be included in this list of valid reasons for refund.

Evidence required

  • Any evidence requested by our Client Experience Team to verify the emergency circumstances.

 

Specific Reasons Where Refunds Will Not Be Provided

We do not refund for non-attendance of a booked trip directly or indirectly associated with:

  • Actual or perceived: war, hostilities, civil commotion, imprisonment, repatriation, deportation, poisonous biological materials, radioactivity, cyber incident or cyber act, and state property seizure.
  • Failing to comply with any law.
  • Any booking emanating from Cuba, Iran, North Korea, Sudan or Syria.
  • Where exposed to any sanction, prohibition or restriction under United Nations resolutions or the trade or economic sanctions, laws or regulations of the European Union, United Kingdom or United States of America.
  • If it exceeds 24 months from the date originally booked to the conclusion of the transacted event.

 

IMPORTANT 

  • Any translation of this document from English is for assistance and information only. In the event of a Refund Application the English language version shall be the basis of settlement.

  • All aspects of this document are subject to South African law and the jurisdiction of the South African courts.

  • This is not an insurance policy. A refundable booking is an optional extension to our standard Terms & Conditions, and it provides a refund for certain defined circumstances outlined as part of our Terms and Conditions.

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